Multi Factor Authentication for Online Services

We're strengthening security and access to our Online Services with multi-factor authentication (MFA).

From December 2025, we're introducing MFA as a simple but powerful way to help safeguard your Online Services account and prevent unauthorised access.

Why is MFA being introduced?

We know how important it is to feel confident when using online services.

Multi-factor authentication is one of the most effective ways to protect your personal information. It’s a small change that makes a big difference in keeping your data safe. This is part of Wollongong City Council's ongoing commitment to providing secure, reliable services for our community.

What's changing?

When MFA is introduced, there'll be an extra step to the Online Services log in process to confirm it's really you (or your authorised team) accessing the account.

Here's how it works:

1. Log in to Online Services with your usual username and password
2. Complete MFA by verifying your identity with a code or link via email or an authenticator app (see the 'How to set up MFA for your account' section below for details)
3. Once verified, you'll be redirected to our Online Services portal homepage
4. Carry out your tasks as normal
5. Log out securely when finished.

How to set up MFA for your account

From December 2025, when you log in to Online Services, you'll be guided through the set-up process. You'll be able to choose the method that works best for you from the options below.

You only need to set up once, then you'll keep using your chosen MFA method each time you log in to Online Services.

Option 1: Email link

Choose this option if you prefer a simple, one-click experience. You'll receive a secure link in your email inbox. Just click the link to confirm it's you. This option is quick, easy and works well if you regularly check your email on the same device you use to log in to Online Services.

Option 2: Email code

Choose this option if you prefer to enter a code manually. You’ll receive a one-time code by email. Enter this code during log in to confirm your identity. This option is great if you access your email on a different device than the one you’re logging in from.

Option 3: Authenticator app

Choose this option for the highest level of security. You’ll use an app like Microsoft Authenticator or Google Authenticator. During setup, you’ll scan a QR code, and the app will generate a unique code each time you log in. This method doesn’t rely on email and is ideal if you want a fast, secure way to verify your identity.

Please note, using an authenticator app is not recommended for shared accounts like businesses or managing agents. Because authenticator apps are tied to a single device, this can limit access where there are multiple account users, or if the app owner leaves your organisation. For shared accounts, we recommend using an email method (Option 1 or 2 above) with a group or business email address that can be accessed by all authorised users of your account.

Get ready for MFA

We encourage you to log in to Online Services and make sure your contact details are correct. That way, you'll be ready when MFA goes live.

Need help?

We're here to help you with any issues or answer your questions about MFA or using our Online Services portal.

Please call Council's Customer Service team on (02) 4227 7111 from Monday to Friday between 8.30am - 5pm.

You can also check the FAQs below for tips about using MFA.

FAQs and troubleshooting MFA

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